Trending Articles

Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel


When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand.

AEGON – NPS Measurements in Realtime


Real-time NPS measures enable Aegon to establish operational processes to close the feedback loop across multiple touchpoints MOVING TO REALTIME NPS FEEDBACK Aegon’s purpose is to enable their customers to achieve a lifetime of financial security, by offering tailored products and services meeting the needs of their wide customer base. With the changing regulatory, economic. View Article

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How to Create the Perfect Customer Satisfaction Survey: Questions, Tips & Templates


Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them.

Every Company Should Practice What They Preach—We Do!


At MaritzCX we focus on helping organizations understand and improve their customers’ experiences through our sophisticated technology platform and our research expertise.

The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers and before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

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When Can I Expect Your Call?


Sometimes, the most common-sense customer service tips are the most important. A while back, I was talking to my lawyer about the “client service” I experience from him and his firm. It was evident that he was truly interested in my feedback. My response was simple. “I I just have one complaint.

Tips 11

Credit card fee changes: The hidden impact on small businesses & consumers

Helen Dewdney

Press release. Companies will no longer be able to charge fees for using credit cards, following the implementation of a new EU directive. Since April 2013 traders have not been able to charge consumers fees that exceed the cost for using a particular method of payment.

AI and Customer Care: The Future is Here


Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. The future is, it seems, here at our fingertips. These technologies are sparking new expectations in today’s consumers on an almost daily basis.

Amazing Business Radio: Jesse Cole


Doing the Opposite of Normal Can Lead to Better Customer Service. Shep Hyken Interviews Jesse Cole, Author of Find Your Yellow Tux. Do your “fans” come first? When customers come first, success follows. . . ? <span

37 Techniques to Achieve Excellent Customer Service

Excellent customer support is essential for any business. Many are turning to phone support as the most effective way for developing personalized and real-time connections and solutions for their customers.

NextGen Healthcare’s VoC Program Improves Client Retention and Strengthens Client Loyalty


Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions. Named as one of the top five electronic health. View Article


Master your data and you’ll master omnichannel


Data is collected and processed in a variety of systems; CRM and financial applications, call centres, external data suppliers and more. Every data source has its own unique format, which means that customer data is stored differently depending on the particular system, and probably exported in a variety of ways as well. The syntactical and semantic validity of data sources varies greatly, such that a particular individual stored on multiple systems may not be recognized from one to the next.

Marketers plan to prioritize customer loyalty, but doing so comes with challenges

Vision Critical

It’s always been easier to keep existing customers than land new one, but keeping loyal customers doesn’t come without its own set of challenges.


One if by Voice, Two if by Drone – Make it Easy or Turn out the Lights

Michelli Experience

So, who’s in your home? Is it Alexa, Siri, or Google? If none of them occupy a nightstand or counter space, it is likely only a matter of time. Voice Activated Assistants and Voice Internet Access.


Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

Are You a Customer Forensics Specialist?

Wired and Dangerous

DNA had been a star in recent years. TV shows make it the centerpiece of crime solving programs; the news media throw the label around like they might WMD’s or TSA. DNA is a nucleic acid that contains the genetic instructions used in the development and functioning of all known living organisms.

Conversational Interfaces: The Next Disruptive Technology Wave Is Here

West Monroe

Two common interactions in every business environment are looking up a piece of information or checking the status of a task. How does one usually go about seeking such information? It’s almost always easier to “ask a friend,” the person sitting next to you, or your assistant.

Problem Solving and Customer Experience Transformation in the Australian Postal System with CCO Christine Corbett

Customer Bliss

Overview. How do you transform customer experience within the postal service – an industry that affects the whole nation?

13 compelling stats on the ROI of Vision Critical’s customer intelligence platform

Vision Critical

Adopting a relationship-based approach to customer intelligence gathering delivers substantial value and ROI. . In The Total Economic Impact of Vision Critical , Forrester provides a framework for measuring the potential business impact of using an insight community in the Vision Critical platform.


The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Customer or Hostage? The unfortunate story of the UK passenger rail industry


If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy – from the commuting perspective that is.

52 Business Listing Directories and Sites You Need to Know for Local SEO


Getting listed on online business listing directories and sites is one of the most effective ways to boost your business performance on local search.

Call Center Survey Questions for Better Customer Satisfaction


KPIs and Analytics drive call centers as much as the people taking the calls. While data may be critical for the call center , we cannot overlook the often-ignored impact of feedback obtained from clients and customers directly.

Take Action Against These 4 Culprits That Hinder Customer Experience Growth

Customer Bliss

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

CXFusion 2018 COMING to the ARIA in Las Vegas


Checkout some of our CXFusion 2018 Keynote Speakers This year’s CXFusion is taking place April 10-12, at the Aria hotel, and will feature power-packed keynote speakers, dynamic workshops and sessions, and networking galore at one of the most dynamic locations in the world.

NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution


Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world.

Comcast is trying – but they still don’t understand what CX really is

Heart of the Customer

I fired Comcast for their customer experience – but not for the reasons you might think. Comcast is the poster boy for poor customer experience. Most of these complaints have to do with negative touch points, such as reps who change customers’ names to insults or loyalty reps who won’t let a customer cancel. Customer service or experience ratings firms, such as the […]. The post Comcast is trying – but they still don’t understand what CX really is appeared first on Heart of the Customer.

Customer Satisfaction Survey Questions for the Service Industry


There is no question that businesses need to listen to and make every effort to obtain customer feedback. It is probably the only effective way of knowing what you are doing well, and perhaps more importantly what you are NOT doing well.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

WEBINAR: How To Use Journey Maps To Plan and Evangelize Self-Service Initiatives

Kerry Bodine

Journey mapping has become a regular practice both inside and outside of customer experience organizations. But are you getting the full mileage from your journey mapping efforts—or did your efforts stall upon delivery of the maps?


Don’t get blue this Monday, get away from it all…

Helen Dewdney

Don’t get blue this Monday, get away from it all… Holiday companies use Blue Monday for marketing – here’s how to turn the tables and make it sunny for you and for your wallet!

The Importance of Communication to the Omnichannel Experience

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Ford Blakely , founder and CEO of Zingle. According to Google , 98% of Americans switch between devices in the same day. Today’s savvy consumers have a variety of options when it comes to engaging with your brand.

CX ROI: Better Customer Experience = More Recommendations

Experience Matters

In a recent post, I showed the correlation between customer experience and consumers’ likelihood to repurchase. Since that post was so popular, I decided to once again tap into our survey of 10,000 U.S. consumers to analyze the relationship between CX (Temkin Experience Ratings) and likelihood to recommend. To determine likelihood to recommend, we asked consumer how likely they were to recommend the company to friends and family.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.